On-Site Staffing and Turnkey
Operations

On-site staffing

If your agency is plagued by typical high turnover
in your contact center or help desk, you may
wish to augment your staff with a group of qualified
career-driven agents. AbilityOne Contact Center
Services offers on-site staffing assistance through
our access to over 600 AbilityOne affiliated
nonprofits nationwide. On-site assistance typically
means that AbilityOne contact center or help
desk agents are managed at your own site. The
agents take part in training just like other
agents hired through your agency or your agency
contractor. However the AbilityOne nonprofit
offers additional case management and supervision
on-site to ensure the success of employees with
disabilities

AbilityOne provides agents at the site of a
contractor for the Dept. of Health, Centers for
Medicare and Medicaid. Switchboard operations
are also typically using the on-site delivery
model at the Dept. of Veteran’s Affairs Medical
Centers, military bases, and other civilian agencies.

The high level benefits of an on-site staffing
option are:

Improved job development, training and agent
quality services

Lower external turnover

Higher agent productivity

Better customer service
experience for your clientele

Turnkey contact center and help desk operations

We offer turnkey contact center and help desk
operations at a lower cost with better service
quality results, providing you with the best
value solution. We offer high quality off-site
operations providing national geographic coverage,
quality agents, and multi-channel customer service
delivery points.

Our turnkey operations lower costs to you through
our lower turnover of agents and through access
to state-of-the-art technology solutions. If
we deploy our own preferred technology solutions,
we work with a contact center hosted technology
provider to provide highly sophisticated multi-channel
contact handling without the high IT costs. The
system also offers quality management tools and
location-independent agent access if so desired.

AbilityOne also offers access to advanced knowledge
management processes through our partnership
with technology solution providers. We implement
your contact center or help desk utilizing industry-leading
operational processes, policies and procedures
through our process framework developed by the
International Customer Management Institute (ICMI)
and other industry experts.

Our agents have been benchmarked as higher in
performance, productivity, and customer satisfaction.
We offer off-site contact center operations as
a portion of your total services to augment your
staff, to provide a business continuity site,
or to operate your entire customer service operation
requirement.

The high level benefits of our off-site turnkey
operations are:

Lower turnover rates

Lower training costs

Higher agent utilization
rates

High problem resolution rates

Better quality
customer response and handling

Better quality
management tools

Increased redundancy and
disaster recovery handling

The AbilityOne logo is a registered trademark of the U.S. AbilityOne Commission which administers the AbilityOne Program.

“Through innovation and
exceptional teamwork, this has become an
example of how highly-skilled employees
with disabilities can mesh with the existing
government workforce and meet the challenges
we face today and tomorrow.”